Knowledge Quality Lead (m/f/d)

DE05 CGM SE & Co. KGaA; Koblenz; Hybrid; EUR 55.000 - 85.000; Vollzeit

Benefits dieser Stelle

Mobile work (2 days from home)

On-site three days a week

In-house academy

Healthy meals and gym

Daycare on CGM campus Koblenz

Corporate benefits

Job bike

Company pension

Zusammenfassung

CGM SE & Co. KGaA is seeking a knowledge management professional to own and optimize our knowledge base, translating resolved cases into reusable standards across teams, and to drive adoption with governance and onboarding programs.

You will shape processes for creation, review, and maintenance of knowledge documents, ensuring measurable impact and high-quality runbooks, decision trees, and content across the organization.

Qualifikationen

• Several years of experience in knowledge management, content quality, or a comparable role in IT services, software, or technology-driven environments.
• Academic background from a leading university in information systems, information management, CS, or business administration.
• Proven experience building knowledge systems or content platforms.
• Ability to anchor knowledge in organizations with scalable, structured processes.
• Familiarity with governance, quality standards, and binding processes.
• Ideally experience with AI-supported systems and retrieval architectures.

Aufgaben

• Own the knowledge management system from selection to rollout and adoption in relevant teams.
• Define binding processes for creation, review, approval, and maintenance of knowledge documents.
• Ensure that resolved support cases become knowledge articles, decision trees, and runbooks as reusable standards.
• Introduce new ways of working in support, delivery, and engineering with onboarding and training.
• Identify process deviations early and implement corrective measures to ensure sustainable standards.
• Own success metrics and manage initiatives to targets (knowledge reuse rate >80%, time-to-knowledge <48h, self-service resolution >75%, quality gate compliance 100%).

Kenntnisse

Knowledge management

Content quality

Governance & processes

AI retrieval systems

IT services experience

Ausbildung

University degree in information systems / information management / computer science / business

Tools

Knowledge base platforms

ITSM platforms

Content platforms

Jobbeschreibung

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have the chance to make a lasting impact. CGM Leverages AI: We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart—ready to see how technology can make healthcare smarter, easier, and better. Together, we are shaping the future of healthcare. Become part of our mission and make a difference—for a world where knowledge saves lives! In this role, you are responsible for the quality of our operational knowledge base and create the foundation for systematically turning resolved customer issues into reusable standards. Our ambition is clear: “No problem is solved twice – it becomes a standard.” To achieve this, you ensure that knowledge is not lost, but becomes structured, accessible, usable, and scalable – across teams, countries, and systems. The focus is not only on processes and standards, but above all on measurable impact along clearly defined KPIs.

Your Contribution

• Responsibility for our knowledge management system, from selection and configuration through rollout and sustainable adoption in the relevant teams
• Definition of binding processes for the creation, review, approval, and maintenance of knowledge documents to ensure they are clearly, efficiently, and scalably embedded in the organization
• Ensuring that resolved support cases are systematically translated into knowledge articles, decision trees, and runbooks, making them available as reusable standards
• Introduction of new ways of working in support, delivery, and engineering teams through suitable onboarding and training formats, as well as clearly defined accountabilities
• Early identification of process deviations, initiation of suitable corrective measures, and consistent assurance that standards are not only introduced but also sustainably lived
• Ownership of key success metrics and systematic management of all initiatives along defined targets (knowledge reuse rate >80%, time-to-knowledge <48h, self-service resolution rate >75%, quality gate compliance 100%)

What You Bring

• Several years of experience in knowledge management, content quality, or a comparable role, ideally in an IT services, software, or technology-driven environment
• An excellent academic background, preferably from a leading university, ideally in information systems, information management, computer science, business administration, or a comparable field of study
• Proven experience in introducing, building, and further developing knowledge systems or content platforms
• A strong understanding of scalable processes as well as the ability to anchor knowledge in organizations in a structured, efficient, and sustainable way
• Confidence in working with governance, quality standards, and binding processes, as well as the ability to communicate them clearly and enforce them effectively
• Ideally, experience with AI-supported systems, retrieval architectures, or ITSM platforms, and a good sense of how to combine technological capabilities with operational excellence

What you can expect from us

• Mobile Work: Work flexibly from home two days a week and on-site three days a week
• Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
• Development: Our in-house academy and a portfolio of external partners support your professional growth
• Health: We place high value on health. At our in-house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)
• And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible
• We also offer corporate benefits, the option of a job bike, company pension schemes, and much more

Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.

Locations in 19 countries and products in 60 countries worldwide